BlueBoxTelecom: Support Service Level Agreement

Other companies say "your call is important to us". BlueBoxTelecom mean it. We will never abandon you in a maze of recorded menus. Instead we provide high-quality, responsive after-sales support.

Express support

Our 'Express Support' system allows us to deal with enquires quickly and efficiently by encouraging you to give us exactly the information we need in order to help.

100% of support tickets are handled by experts

You will receive an auto-email confirmation containing your support ticket number

Using Express Support, 95% of problems are resolved within 2 working hours

Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.

Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.

Support ticketing system

Support requests are managed according to a strict policy using a support-enquiry management system (or 'ticketing system').

All problems, tasks and requests (except some of those that are immediately solved on the phone) are entered into this system: a support ticket is created, and given a unique reference number. This ensures that every request is professionally managed.

Level

Description

Level 1

Easy to solve
90% of requests, solved within 4 working hours.

Level 2

Requiring consultation the team
8% of requests, solved within 4 working hours.

Level 3

Requiring assistance from network, banking or products teams
2% of requests, solved within 4 working hours, or progress every 4 working hours.

Typical First Invoice

Debugging Controls

www.blueboxtelecom.dmshop.biz
78.47.51.115 Control the display of private debugging information, as well as the transmission of data to Google for use by Google Analytics, and to our TST (total sales tracking) servers.